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Sage Intacct

Sage Intacct’s Customer Support Transformation with Ortoo 

Sage Intacct (part of Sage Software) is a fast-growing business, serving a global customer base from multiple office locations. They need a Salesforce case assignment system that can handle complexity and volume, allows them to scale their operations, keep every customer happy, and all without overloading their team. 

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“Ortoo has helped us to take case automation to even greater levels. We started the year talking about dynamic actions as a concept, and ended it as a reality where their tool is now not only assigning cases, but also providing instructions to the case owners and managers under various conditions.”
Anthony Johnson
Customer Support Operations Director,
Sage Intacct
Sage Intacct logo for ortoo apps q-assign case study

Case Study

Account name:
Sage Intacct
Industry / Sector:
Software
No. of employees:
1000+
Department:
Service
Product:
Q-assign

Who is Sage Intacct?

Sage Intacct represents the cloud version of Sage Software’s financial offering. In contrast to many other Sage products that are designed and delivered for a specific region, the Sage Intacct team works from multiple office locations worldwide to serve a global customer base.  

Challenges

  • Escalating case volumes  
    • In line with a growing customer base, support case volumes are growing 10-15% every year, with current annual case count now at 40,000+

 

  • Complex case distribution 
    • Product complexity requires specialized teams to handle cases, making distribution complicated.

 

  • International load-balancing 
    • Balancing caseloads fairly across various regions demands attention to local time zones and capacity.  

 

Sage Intacct is experiencing an escalating volume of support cases year on year, mirroring the growth of their customer base. Their small global team currently supports tens of thousands customer cases per year. Handling such a diverse and complex product globally means specialized agents are required to handle specific areas of the product.  

Prior to using Q-assign, the team relied on a manual ‘pull’ model for case assignment, with two staff members actively triaging cases for at least part of each day. With ever increasing volumes, in combination with the added challenge of multiple time zones, this approach was no longer efficient, or indeed tenable. 

The challenge was to find a Salesforce Case routing system sophisticated enough to handle complexity and volume, but user-friendly enough for the team to adjust the assignment logic themselves as their business requirements evolved.

Solution

  • Skill-based assignment  
    • Correct initial assignment, based on complex skill-based criteria, the aim being one agent for the lifespan of a case. 

 

  • Automated time-based, load-balanced assignment 
    • Controlled assignment ‘hold’ to optimize specialist agents’ workload and pre-empt overwhelm. 

 

  • Immediate automated case response 
    • Automated responses to cases implemented for real-time customer interactions, plus follow up automated case updates. 

 

  • Alerts for unresolved cases 
    • Unresolved cases flagged to appropriate analysts, prompting timely follow-ups and/or automated reassignment. 

 

Sage Intacct’s Customer Support Operations Director, Anthony Johnson, had a complex list of requirements when it came to evaluating the right tool for his team. He found the solutions he needed in Q-assign.  

Upon implementation, the current manual triage system was eradicated, allowing at least one full-time role to be redeployed elsewhere. 

With automated skills-based assignment now in place, cases are automatically routed to the right agent, first time, every time. Q-assign handles the complex logic that supports this assignment with ease – one of the app’s differentiators. What’s more, the Sage Intacct team are in control of adjusting these rules at any time, to accommodate any new circumstances.  

Case assignment is not just skills-based, the Sage Intacct team rely on load balancing rules too, to ensure even distribution amongst agents. This workload management eliminates scenarios where one agent becomes overloaded and requires managerial intervention. 

Q-assign also means the team can respond immediately to customer requests, with an immediate automatic response triggered upon case initiation by a customer. From this point Q-assign triages the case content to evaluate if there is an automated response that will provide a resolution. If that’s not possible, an additional message is sent once a case is assigned to a human, indicating who is handling the case and providing reminders for follow-ups. 

This assignment has been carefully designed to have a slight delay of 30-60 minutes at the beginning of agent shifts, ensuring that the first few support staff on duty didn’t get overwhelmed. 

Results

  • 1 FT role redeployed elsewhere: Eliminating manual triage saved up one FT headcount 

 

  • 1-2 Headcount gained: The compound effect of additional efficiencies through load balancing, preventing rebalancing and proactive alerting, have meant the team have effectively gained 1-2 FT resources  

 

  • 100% Improvement in Time Efficiency: Time to resolve issues was cut in half. While not solely attributed to Q assign, the platform played a pivotal role. 

 

  • 55% Improvement in Case Deflection 

 

  • Enhanced Customer Satisfaction: Cases that remained unattended after a specific time were flagged, thereby ensuring analysts didn’t overlook them. 

 

  • Accurate Automated response: Before Q-assign, only a basic case acknowledgment was sent to the customer. Now, a second notification indicating the human assigned to the case can be sent, offering clearer communication. 

“We are approaching 50,000 cases a year. Q-assign has eliminated the need for headcount to manually triage assign cases. Advanced logic can be easily setup to distribute cases based on skills, tenure, product matching, and severity, with multiple levels of quotas to meet any scenario a large and growing organization experiences. Plus we can adjust in real-time, eliminating lost time waiting on IT to change code. Powerful new plug-in actions and messaging via case comments, email, Teams, or Slack enable us to have reminder rules running to not only assign & reassign, but also add messaging for the new owner without having to manage Salesforce email templates.”

Anthony Johnson, Sage Intacct, Customer Support Operations Director

100%
Improvement in time to resolve
55%
Improvement in Case deflection

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Summing up

Sage Intacct’s experience with Ortoo underscores the importance of automated, intelligent case management for customer support. Q-assign has worked with the Sage Intacct team to transform their approach to case management, enhancing efficiency and improving customer experience. 

To arrange a discovery call or to book a demo, email: sales@ortooapps.com

“Ortoo has helped us to take case automation to even greater levels. We started the year talking about dynamic actions as a concept, and ended it as a reality where their tool is now not only assigning cases, but also providing instructions to the case owners and managers under various conditions.”
Anthony Johnson
Customer Support Operations Director,
Sage Intacct

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